Workforce Management/Staffing

By pooling agents from member centers, the Dominican Republic Call Center Association staffs the critical Hurricane Hotline.

This vendor exec argues that science is critical to making workforce management systems succeed in the contact center.

Effective scheduling is taking on new importance as workloads in contact centers become more diverse. It enables the center to match customer needs with the right services on an as-needed basis.

This article compares and contrasts three home agent staffing approaches and aims to help you determine which one – or ones – might be best for your contact center.

As home-shoring makes a comeback, teleworkers offer a new workforce pool.

Judson Linville, executive vice president of the company’s Service Delivery Network, describes American Express’s philosophy, noting, “The American Express inbound service network has a massive opportunity to shape the brand. It is shaped by each customer experience. We use the momentum of the inbound service call to deepen both the relationship with our customers and their loyalty.” Linville credits four major strategies as key to driving sales in his organization: 1) structured call routing, 2) predictive hiring assessments, 3) a focus on fewer metrics, and 4) leveraged variable pay.

Take your contact center to the next level of profitability by combining CRM with business unit intelligence.

If you surrender your contact center to the tools designed to help you run it, expect mayhem.

Ever wonder aloud where your agents are? Rostered staff factor (RSF) or shrinkage calculations can help.

Web 2.0 has the power to revolutionize customer interaction strategies. A look at emerging opportunities on the business and consumer sides.